Terms of Service

1. These terms

These are the terms of service ("Terms") that apply to your use of Fuse Mobile. They form a contract between you and SIMOLOGY LIMITED ("we", "us", "our", "Fuse Mobile") trading as Fuse Mobile, a company registered in England & Wales (company no. 15943349).

By signing up for a Fuse plan you agree to these Terms. If you don't agree, please don't use the service.

You can always reach us at support@fusemobile.co.uk.

2. The service we provide

Fuse Mobile is a UK multi-network data-only eSIM service. Here is exactly what that means and what it does not mean.

What we provide:

A digital SIM (eSIM) that you install on your phone, tablet or watch.
Mobile data access in the UK via all four UK mobile networks (EE, Three, Vodafone and O2). Your device picks the strongest signal automatically.
On the Pulse and Surge plans, mobile data roaming in 130+ countries at no extra cost (subject to fair-use limits in section 7).
Account management via the Fuse Mobile app (iOS + Android) and the account dashboard at fusemobile.co.uk.

What we do not provide — important:

No phone number is issued. Fuse does not give you a number.
No voice calls. You cannot make or receive carrier-network voice calls on the Fuse eSIM. Apps that carry voice over the internet (WhatsApp, FaceTime, Signal, etc.) work normally over the Fuse data line.
No SMS or MMS. Same as above — text-over-internet apps work; carrier SMS does not.
No voicemail.
No emergency-services calls (999/112). Because Fuse does not carry voice, you cannot call emergency services from a Fuse-only setup. You must keep another voice-capable means of reaching emergency services — typically your existing carrier SIM running alongside Fuse in dual-SIM mode, a landline, or a Wi-Fi calling service from another provider.

3. Eligibility + your account

To sign up for Fuse you must:

Be at least 18 years old
Be a resident of the United Kingdom
Have a valid payment method (we accept the cards Adyen supports)
Have a device that supports eSIM (most flagships from 2018 onwards — see /devices for the supported list)

You are responsible for keeping your account credentials secure. If you suspect unauthorised access, change your password and tell us at support@fusemobile.co.uk.

4. Your eSIM

After we accept your order you will receive an activation QR code by email — usually within a few minutes. You install the eSIM by scanning the QR (iOS Camera, Android settings) or by entering the activation code manually. The eSIM is activated when your device first registers on a network.

The eSIM is bound to the device you install it on (a property of the eSIM standard, not a Fuse restriction). If you change phones, sign in to your Fuse account, request a new QR code and install on the new device. The old eSIM will be revoked.

eSIMs cannot be transferred to other people. Your Fuse account is personal to you.

5. Plans, charges + billing

Current plans, prices and what they include are shown on /plans. We may change pricing from time to time; existing customers' prices won't increase mid-contract — we'll only change your price at the start of a new billing month and only after giving at least 30 days' notice by email.

Billing:

Plans are rolling monthly. The first payment is taken when you activate your eSIM (or, on a free trial, on the day the trial ends).
Subsequent payments are taken automatically on the same date each month via your chosen card.
Payments are processed by Adyen N.V., a regulated payment institution. Fuse does not see your raw card details.
If a payment fails, we will retry up to 3 times over 7 days and notify you. If payment cannot be collected, your service will be suspended until paid.

You are responsible for keeping your payment details up to date in the Fuse app.

6. Data allowances + roaming

Your plan includes a monthly UK data allowance (see /plans). When you reach 50%, 80% and 100% of your allowance we send a notification so you can choose to upgrade or buy a data top-up.

Roaming (Pulse + Surge plans only):

Roaming in 130+ countries is included at no per-MB charge — same monthly allowance applies abroad.
Fair use: roaming usage of more than 50% of your monthly allowance for 60 consecutive days may result in the application of UK GDPR-consistent fair-use measures (a notification + the option to top up for additional roaming).
The Spark plan is UK-only — Spark eSIMs will not roam.

For the current list of supported countries see /roaming.

7. Acceptable use

You agree not to use Fuse Mobile for:

Anything unlawful, fraudulent or harmful
Spamming, scraping or sending unsolicited bulk content
Sustained tethering / hotspot use that exceeds reasonable personal use (we consider "reasonable" to be the same allowance you would consume directly on your phone)
Network attacks, port scanning, or attempts to compromise other systems
Reselling the service to third parties

If you breach these rules, we may suspend or terminate your service with notice (or immediately, where the breach is severe or could harm the network or other customers).

8. Cancellation + your rights

14-day cancellation right (Consumer Contracts Regulations 2013).

You have the right to cancel within 14 days of signing up, without giving a reason. You can do this by emailing support@fusemobile.co.uk or by replying to your welcome email.

Important — digital-content exception (Consumer Contracts Regs 2013, reg. 37): because we deliver your eSIM activation QR code immediately, once you have installed and activated the eSIM you have used the digital service and the 14-day cancellation right does not entitle you to a refund of any data you've already used. If you cancel before activating the eSIM, you receive a full refund.

Ongoing cancellation (any time, no reason needed):

Open the Fuse app → Account → Plan → Cancel
Cancellation takes effect at the end of your current billing month — you keep your data allowance until then
There is no cancellation fee, no minimum term and no early-termination charge
Your eSIM profile is revoked at the end of the billing month; you can delete it from your device at any time

9. Service quality + our liability

We aim to provide a reliable service but no mobile network is perfectly reliable, and Fuse is built on infrastructure operated by EE, Three, Vodafone and O2 — service quality depends on their networks in your area.

We do not guarantee:

Specific signal strength or data speed at any specific location
Continuous service (planned maintenance + unplanned outages happen on every mobile network)
Coverage in any specific building / venue / vehicle

If service is materially degraded for reasons within our control for a continuous period of more than 48 hours, contact us — we will credit a pro-rata portion of your monthly charge.

Our liability to you is limited as follows:

We do not exclude or limit liability for: (a) death or personal injury caused by our negligence; (b) fraud or fraudulent misrepresentation; (c) anything that cannot be lawfully limited under UK consumer law (Consumer Rights Act 2015).
For all other claims, our total liability arising in connection with these Terms is limited to the greater of: (a) £200; or (b) the total amount you have paid us in the 12 months before the event giving rise to the claim.
We are not liable for loss of profit, loss of business, loss of data (other than to restore it from our backups where practicable), or any indirect or consequential loss.

Nothing in this section affects your statutory rights as a consumer.

10. Suspension + termination

We may suspend or terminate your service:

Immediately, on serious breach of section 7 (Acceptable Use)
After 7 days' notice, on payment failure that you have not cured
With 30 days' notice, where we discontinue the service or part of it
Immediately, where required to do so by law or by a regulator

You may cancel at any time as set out in section 8.

On termination by either party, we will revoke your eSIM at the end of your final billing month. Any prepaid amounts for service not yet provided will be refunded pro-rata.

11. Changes to these Terms

We may change these Terms from time to time. The "Last updated" date at the top will be updated. For changes that materially affect your rights we will email customers at least 30 days before the change takes effect. If you don't agree with a change you may cancel as set out in section 8.

12. Resolving complaints

If something has gone wrong, contact us first at support@fusemobile.co.uk. We aim to acknowledge complaints within 1 working day and respond substantively within 5.

If we cannot resolve your complaint within 8 weeks, or if you receive a "deadlock letter" from us earlier, you have the right to escalate the matter to an independent Alternative Dispute Resolution (ADR) scheme. ADR schemes are free for consumers to use; the scheme's decision is binding on us (not on you).

Fuse Mobile is in the process of joining the CISAS scheme (Communications and Internet Services Adjudication Scheme, operated by CEDR). Once membership is confirmed we will publish the scheme contact details and our member ID here. In the meantime, if you have an unresolved complaint please contact us at legal@fusemobile.co.uk and we will work with you on a resolution.

13. General

Governing law: These Terms are governed by the law of England and Wales.
Jurisdiction: Disputes are subject to the exclusive jurisdiction of the courts of England and Wales, except that if you are a UK consumer you may bring proceedings in the courts of the part of the UK where you live.
Severability: If any clause is found unenforceable, the rest remains in force.
No third-party rights: Other than as expressly stated, no third party has rights to enforce these Terms (Contracts (Rights of Third Parties) Act 1999).
Entire agreement: These Terms, together with the Privacy Policy, Cookie Policy and the plan description you accepted at sign-up, are the entire agreement between you and us about the Fuse service.

14. Contact us

Support: support@fusemobile.co.uk
Billing: billing@fusemobile.co.uk
Legal / complaints: legal@fusemobile.co.uk
Post: SIMOLOGY LIMITED, The Guildhall, Market Square, Cambridge CB2 3QJ, United Kingdom